Join YouTube's Trust and Safety team, a dynamic and proactive force dedicated to making the platform secure for users, viewers, and creators globally. We operate at the intersection of technology and creativity, moving at the speed of culture to empower individuals to share their stories, explore their passions, and build communities. Our mission is to enhance the YouTube experience, promote internet safety, and protect free speech in our ever-evolving digital landscape.

This role is crucial in building and supporting a global quality program, ensuring consistency and driving continuous improvement across various workflows and processes. You will be instrumental in enhancing key performance indicators by refining our quality assurance system to better identify, measure, and address opportunities within processes, tools, and training.

Develop and maintain a global quality program, promoting consistency and ongoing enhancement across all operational workflows and processes. Significantly improve key performance indicators by evolving the quality assurance system to more effectively identify, measure, and enhance opportunities within processes, tools, and training initiatives. Cultivate strong relationships with senior members across cross-functional organizations to understand and represent the agent skills that contribute to peak performance. Collaborate closely with YouTube’s Product, Enforcement, and Partner teams to prepare for new product launches and adapt to evolving product and policy changes.

A Bachelor's degree in HR, Business, a related field, or equivalent practical experience is required. Demonstrated experience of 5 years in building and nurturing relationships with stakeholders or clients is essential. Proven track record of 5 years in identifying process-related issues, developing effective solutions, and collaborating with cross-functional teams for implementation is necessary.

Preferred qualifications include experience in collecting, synthesizing, and analyzing complex data sources to derive actionable insights for operational efficiency. Familiarity with quality management principles like Six Sigma or COPC, along with experience using dashboard tools such as SQL, Datastudio, or Tableau, is advantageous. Excellent project management skills encompassing planning, coordination, and execution are highly valued, as are strong capabilities in large-scale program management, aligning programs with business strategies, and effective stakeholder communication.